Efficiency tab headline metrics

Talk time average: The average time the caller and the agent were talking during the call.

Answer time average: The average time between Talk answering the call, and the caller being connected with an agent.

Queue wait time average:The average time end-users spent in a queue before their call was answered. This time does not include any recorded greeting messages that were played, but the wait time greeting is included.

On-hold time average: The average time end-users spent on-hold during a call.

Efficiency tab reports

This tab displays the following reports:

Inbound call leg routing to agents: The percentage of inbound call legs that were accepted, declined, or missed over a date range you specify.

Talk tickets by agent replies brackets: A list of the percentage of Talk tickets opened following an agent reply. For example, in the screenshot below, 8% of Talk tickets were opened after 2 agent replies.

Inbound call routing to agents by date: A stacked chart showing the number of inbound call legs that were accepted, declined, or missed over a date range you choose.

Inbound call end-user journey by date (no voicemails): Information about incoming calls including average answer time, average talk time, and average on-hold time. The results from this chart do not include any time spent leaving a voicemail.

Voicemail end-user journey by date: Information about average call wait times and average voicemail durations.

Agent activity tab

The Agent activity tab shows information about your agents statistics when making Talk calls. You can filter reports by date, Talk number, IVR destination group, and the end-user's organization.

Agent activity tab headline metrics

This tab displays the following headline metrics (KPIs):

Calls: A count of calls made and received.

Talk time average: The average time that agents spent actively talking to end-users. This number does not include, for example, time spent on-hold.

On-hold time average: The average amount of time in seconds that callers were on-hold.

Wrap-up time average: The average time agents spent in wrap-up time once a call was over.

Consultation time average: The average time agents spent consulting with other agents, or a third-party.

Agent activity tab reports

This tab displays the following reports:

Agent activity: A wide range of information about calls your agents have taken, made, or missed.

This is data that we're currently not pushing so unfortunately it's not a non-trivial update for us to make to surface this within Insights. However it is an update that we want to make, for the exact reasons you're mentioning, but I'm unable to provide a timeline for it at the moment.

My apologies for the miscommunication here. I tried recreating the report within my own test account and found out that the only metric available to report on actual Call Time are shown here:

You can see that unfortunately we don't store a good amount of data points related specifically to Zendesk Talk. The only metrics and dashboards for talk that you have available to you are within the Talk Reporting Dashboard and a few metrics within Insights.

I found out that our goal moving forward is to have these data sets and data sources available on Zendesk Explore which will be our in house analytics program. Zendesk Explore will be able to provide data sets on many products that we are currently unable to report on such as Zendesk Talk, Zendesk Chat & Zendesk Guide.

Is there any way to tie calls back to the tickets from which they were made? Looking at the attributes available under calls, I see a 'call id' but not a 'ticket id'. The calls are clearly logged as comments on the ticket so it seems that the data should be linked. I want to write a report that lists calls by ticket (e.g., ticket id 207: call 12345; call 23409; call 59982).

Great question! The Talk Dashboard already includes this data natively. However, if you want to build reports in Insights, the attribute is just Call. So if you put both Ticket id and Call under How, you'll get a basic one to one list.

I just updated the Team plan to Professional to be able to see the Talk Insights. However, my data is blank. Nothing is populating in the Talk Insights tab. Can I view Talk Insights for previous dates, or only for the dates since I upgraded to Professional?

Looking at the above images, the Agent call statistics table includes total outbound calls. Can you provide the API call I would need to pull this data for my reps on an individual basis? We're looking at pulling that data through a third party reporting provider. Thanks!

Yes, you can exclude calls based on their duration; however, this would require creating several custom metrics. In order to find the time before the call was abandoned, I recommend using a "fact" in Insights, which is a piece of data about the call that we store for reporting. We don't have a fact that encompasses the total duration of the call so I recommend using the "Call Leg Duration" fact. Our article Call Facts and Attributes defines all of the options if you'd like to look into using a different fact for your metric.

You can create a metric to represent the duration of the customer leg for each call, utilizing the "Call Leg Duration" fact. Then you can incorporate that first metric into a second metric that only includes abandoned calls where the customer leg duration is greater than 10 seconds.

To create a metric that only includes calls where the first metric is greater than 10 seconds, I recommend copying the existing metric "# Calls abandoned" and adding a condition that your new metric needs to be greater than 10 to the end of it.

From there, you can find the average abandoned rate by comparing your new metric with existing metrics like "# inbound Calls".

Hello, I had a question about the Inbound call leg routing to agents graphic. What exactly is this showing? The total number in this visual is less than the total number of inbound calls, so what are the calls that count towards this visual, and what has happened in the cases of inbound calls that do not make it into this measurement? Thank you!

Rob Stack Thank you for that info, that does help. I am now trying to understand how my total inbound call volume is represented in the different graphics on this page. Within Inbound call leg routing to agents, we have a total of 951 calls (887 accepted, 63 missed, and 1 declined), and under the Calls tab, we have 144 Voicemails, and 324 Abandoned inbound calls. Adding these numbers up I am still off from our total Inbound calls, which is 1351. My calculations are as follows: 951 (inbound call legs routing to agents) +144 (Voicemails) +324 (Abandoned inbound calls) -64 (missed and declined Inbound call legs routing to agents, that I assume are captured in the Abandoned inbound calls measure) = 1355. Can you help me understand where I am double-counting these 4 calls?

Hi Grace Maher I'm glad the information helped. I want to make sure that someone can dig into the question you have about your call volume so I've sent your comment into a ticket. Someone will be in contact soon about this. Based on the findings, I'll make any necessary doc updates if anything needs to be clarified. Thanks!

Looking at "Abandoned calls by stage" but am unsure how to read it - according to it 90% of our calls are abandoned in voicemail, but we don't offer voicemail, but rather exclusively do callbacks. Does abandoned in voicemail include callbacks? Is there a space to see what the definitions for each listed stage entail? I found this article but it doesn't seem to be helpful for my question.